Contact Center Representative PT

Contact Center Rep PT Job Description

JACKSON ELECTRIC MEMBERSHIP CORPORATION
POSITION DESCRIPTION
CONTACT CENTER REPRESENTATIVE
POSITION OBJECTIVES: To provide customer service by receiving incoming customer service
calls. Assist members by answering all questions related to the administration of primary
customer service requests including, but not limited to, the following: application for service,
customer bill inquiry, payment extension agreement, service requests, rate options, internet
service requests, all payments related to electric service, and other ancillary services in order to
meet the service objectives of the department and the company. To answer all customer
inquiries in a timely, courteous, and professional manner with the goal of one call resolution. To
consistently work and communicate in a team oriented environment in accordance with the
Cooperative's mission, vision, and values.
MINIMUM JOB SPECIFICATIONS:
All requirements are subject to possible modification to reasonably accommodate individuals
with disabilities.
EDUCATION: Require high school diploma or equivalent. Prefer specialized training in the
fundamental principles of accounting and its application to consumer accounting.
EXPERIENCE: Require a minimum of one (1) year of responsible and comprehensive
experience in general office work focusing on customer service in a financial, banking or
equivalent industry experience in utility, call center or service-type organization.
KNOWLEDGE: Require a working knowledge of basic consumer accounting methods,
determining priorities of work, meeting schedules, knowledge of controls as it applies to
preparation of electric service bills, posting, reconcilement, preparation and interpretation of
reports utilizing the application of data processing methods, providing information and answers
for inquiries regarding accounts. Must be willing to pursue a continuous program of selfdevelopment both inside and outside of work hours in furthering his/her knowledge to develop in
the job and accept increasing responsibilities.
SKILLS: Require the ability to interpret oral and written instructions, and analyze procedural
problems in tracing sources of error. Requires the ability to communicate and participate in a
team oriented environment. Require the ability to prepare corrected bills and reconcile errors in
meter readings, credits, and rates. Require the ability to discuss rates and rate options. Require
the ability to confer with other units, sections, or departments to reconcile differences and
maintain work flow. Require the ability to meet schedules and provide effective consumer
accounting service.
Require the ability to maintain effective and courteous business contacts. Require the ability to
reason and make sound judgements and decisions within approved procedures and
precedents.

WORKING RELATIONSHIPS AND CONDITIONS:
Reports to: Contact Center Supervisor
Directs: None
Internal: Actively participates within the Cooperative team environment to develop supportive
relationships essential to the success of the functions of this position, achieving the results
expected and encouraging throughout the organization the concepts of teamwork and
cooperative spirit.
External: Develops and maintains supportive relationships with member/consumers, the general
public, and other external contacts to assure positive results.
This position is primarily sedentary work; requires visual acuity in machine operation with
inspection; requires ability to hear, talk, repetitive motions; and is not substantially exposed to
adverse environmental conditions.
The following are the essential duties of this position and do not include marginal functions that
are incidental to the performance of fundamental job duties. The scope and duties of a given
position may change or be temporarily altered based on the needs of Jackson Electric
Membership Corporation. This document does not create an employment contract, implied or
otherwise, other than an "at will" employment document.
ESSENTIAL FUNCTIONS:
1. All Contact Center Reps are to be available to work both in office as well as remotely as
needed. When working remotely, the Contact Center Rep will fulfill the essential
responsibilities of his/her job while remaining off campus, using the information and
communication technologies.
2. Process applications for service from customers and issue various service requests as
necessary.
3. Orient new customers with regard to company billing and collection procedures,
Cooperative history, etc. Maintain filing records as required.
4. Maintain controls upon fees and amounts paid to ensure proper charging to the system.
Provide reports as necessary.
5. Handle customer inquiries with regard to billing and other company procedures in a
professional and courteous manner while making necessary adjustments according to
established procedure. Respond promptly by telephone, email, letter, or in person.
6. Reconcile any unusual items (billing, rates) that may appear on member's record in a
prompt and efficient manner.
7. Prepare required items with regard to member's account such as bank drafts, returned
check notices, and delinquent notification letters.
8. Input and verify required data into the computer system as required.
9. Provide relief duty for other jobs within the department and assist other departments
when directed by supervisor.
10. Leave work area neat and orderly at end of work day.
11. Perform any other function or duties as required or assigned.
12. Be familiar with and at all times follow the best safety practices set forth in the
Cooperative's Safety Manual.
13. Attend and participate in the annual meeting as required or directed.
14. Attend and participate in all required meetings and trainings such as Safety, Employee
Meetings and Customer Service Training Classes.
15. Perform such other duties as may be required or directed.
GRADE: CTC-5